Introduction to Helpshift
Helpshift is a cutting-edge, consumer-first digital support platform designed to meet the rapidly evolving needs of customers across a diverse range of devices and platforms. This AI-powered platform is tailored for companies seeking to transform their customer support operations into efficient, continuous conversations.
Key Features and Functionality
Omnichannel Support
Helpshift enables seamless, personalized support across all channels, including mobile apps, web messaging, email, live chat, social messaging, gaming consoles, and even VR headsets. This omnichannel approach ensures that customers can be reached and supported wherever they are, breaking down communication silos and enhancing customer satisfaction.
AI-Powered Automation
The platform leverages advanced AI and machine learning to automate workflows and resolve customer issues efficiently. Key automation features include:
- Smart Intents: AI-powered bots that understand user intent and guide users through a fully personalized support journey.
- AI-Powered Answers: Bots scan the knowledge base to provide detailed and summarized responses to user queries.
- Custom Bots & Automation: Guided services help users triage and solve common problems, reducing the need for human intervention.
Self-Service Capabilities
Helpshift’s Help Center uses AI to offer instant answers and easy fixes directly to users. This includes intelligent article recommendations and smart FAQs, which empower customers to resolve their queries instantly, thereby reducing support ticket volumes and enhancing customer satisfaction.
Agent Productivity
The platform equips agents with AI-infused tools and insights to work smarter. The Agent Dashboard reserves human assistance for complex, concierge-level service, allowing agents to focus on high-value tasks while AI handles routine inquiries.
Integration and Scalability
Helpshift offers powerful integration capabilities with an open integration platform, allowing seamless connections with CRMs, analytics platforms, and other existing systems through robust REST APIs. The platform is designed for unmatched scalability, automatically scaling to support billions of devices and conversations annually, and ensures robust data security with AES 256-bit and TLS 1.2 encryption.
Analytics and Insights
The platform provides comprehensive analytics to help teams understand their support landscape, from chatbot efficiency to agent productivity. This insights-driven approach enables data-driven decisions that can significantly improve support operations.
Compliance and Security
Helpshift is committed to the highest standards of data privacy and security, holding certifications such as ISO/IEC 27001, HIPAA, and SOC2 Type II, and complying with regulations like GDPR, COPPA, and CCPA.
Implementation and Onboarding
Helpshift offers a streamlined onboarding process with a white glove onboarding experience, easy-to-implement SDKs, and customizable automations. The platform is designed to drive transformation and demonstrate ROI in a matter of weeks, with a step-by-step guide available for new users to plan and set up their support experience effectively.
Conclusion
In summary, Helpshift is an advanced digital customer support platform that leverages AI, automation, and omnichannel capabilities to deliver a seamless, efficient, and personalized support experience, enhancing both customer satisfaction and agent productivity.